Laboratory Account Coordinator

Laboratory Account Coordinator

Sterling Labs (Environmental Monitoring & Technologies, LLC) is a DoD, NELAP, ANAB, and AIHA-accredited environmental laboratory providing high-integrity analytical data through state-of-the-art technology and validated testing methodologies. For more than 40 years, our work has supported initiatives that protect human health and the environment.

Our success is built on client partnerships and scientific excellence. We collaborate with environmental consultants, engineering firms, and government agencies to deliver reliable, timely analytical results that support regulatory compliance and environmental stewardship. From wastewater testing in the greater Chicago area to nationwide projects with Department of Defense partners, our commitment to quality and innovation continues to drive our growth.

When you join Sterling Labs, you become part of a team of scientists, professionals, and technical specialists who share one purpose: We preserve the planet to protect the future. This purpose shapes our culture, drives our decisions, and guides how we serve our clients and support one another. We believe that meaningful progress comes from integrity, collaboration, and a shared commitment to improvement—principles that are reflected in our core values.

Our core values:

• Integrity in everything we do - We act with honesty, transparency, and accountability.
• Customer focused - We prioritize our clients' needs and value their feedback.
• We are never satisfied - We seek better ways to serve our clients and support our employees through innovation and growth.

At Sterling Labs, we know our employees are the foundation of our success. We strive to provide a supportive, inclusive, and growth-oriented workplace where every individual is encouraged to learn, innovate, and advance.

Sterling Labs offers a comprehensive benefits package designed to support the health, financial security, and well-being of our full-time employees:

• Healthcare benefits: Medical, dental, and vision coverage
• Financial security: 401(k) retirement plan, life insurance, and short- and long-term disability coverage
• Work-life balance: Paid time off (vacation, sick leave, and holidays)

Sterling Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, citizenship, ancestry, sex, age, disability, marital or family status, pregnancy, genetic information, sexual orientation, gender identity or expression, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Recruitment notice: Sterling Labs does not accept unsolicited resumes from third-party agencies. Please do not forward resumes to company email addresses or employees. Sterling Labs is not responsible for any fees related to unsolicited submissions.

Position summary: Sterling Labs, Inc. is seeking a laboratory account coordinator to support laboratory clients by phone and email, serving as a primary point of contact for customer accounts, ensuring accurate project setup, proactive communication, and a high level of customer ownership throughout the project lifecycle.

Key responsibilities:

• Respond to and anticipate customer needs by phone and email regarding laboratory services, sample submissions, testing options, pricing, turnaround times, billing, project status, and reports.
• Enter and update customer information, project details, sample information, test selections, methods, due dates, turnaround times, billing details, and reporting instructions in LIMS.
• Review chain of custody forms for accuracy, completeness, and consistency before laboratory work begins.
• Identify missing, unclear, or conflicting information and follow up with customers, field staff, laboratory staff, billing, or management as needed.
• Write and update work orders according to Sterling Labs' standard operating procedures.
• Review requested testing and method selections and escalate unusual or unclear requests for clarification.
• Establish pricing in accordance with company guidelines and obtain internal approvals when required.
• Confirm billing information and coordinate with billing or accounting when account or invoice questions need review.
• Schedule sample pickups and communicate pickup, delivery, due dates, and project priorities to the appropriate departments.
• Monitor project and report status, take ownership of delays, and proactively drive updates to resolution and communicate updates to customers when needed.
• Print completed reports as required.
• Document customer inquiries, complaints, project updates, corrections, and actions taken.
• Maintain accurate customer records, project notes, pricing details, billing information, and service documentation.
• Follow company SOPs, quality requirements, documentation practices, and laboratory management system requirements.
• Escalate unresolved customer concerns or project issues to the customer service manager or appropriate department.
• Serve as a primary point of contact for customer accounts, building strong working relationships and ensuring consistent customer experience.
• Proactively communicate with customers regarding project updates, timelines, and potential issues rather than responding only to inbound requests.

Systems and applications used: Element 7, Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft Teams, Adobe Acrobat, office phone system, shared electronic files, folders, and customer records.

Work environment: This is an in-office role requiring regular use of a computer, phone, email, LIMS, and office applications. The employee must be able to sit, type, read documents, review forms, and use a phone for extended periods. The role may also require printing reports, reviewing physical paperwork, and coordinating with laboratory or sample receiving areas.

Requirements:

• High school diploma or equivalent required.
• Previous experience in customer service, administrative, or client-facing roles requiring follow-through, accountability, and ongoing customer interaction preferred.
• Experience communicating with customers by phone and email.
• Strong computer and data-entry skills.
• Ability to manage multiple customer requests, work orders, deadlines, and follow-ups.
• Demonstrated ability to manage customer requests from start to completion, not just respond to individual transactions.

Preferred qualifications:

• Experience in a laboratory, environmental testing, scientific, industrial, manufacturing, or regulated service environment.
• Experience with chain of custody forms, work orders, sample submissions, sample pickups, or laboratory testing requests.
• Experience using LIMS, CRM software, ticketing systems, or customer/order management systems.
• Experience supporting pricing, billing questions, customer records, or service documentation.